Matthias Werlich

01 / 05

Profile: I step in where it hurts

I build customer service and CX organisations, scale them and bring them back on track – in-house, outsourced and hybrid, onshore, nearshore and offshore. Ten of those years with full P&L responsibility for up to €30m in annual revenue.

I lead by the numbers, make clear decisions and stand by the result. And I work so the impact lasts: I coach leaders, document standards and onboard my successor.

Three roles – one partner from strategy to stable operations:

02 / 05

Expertise: How I deliver results

03 / 05

Career: 18 years of line responsibility

1. 2025 – today

   Managing Director & Founder

   DStratiCX Consulting UG · Bad Lausick, Germany

   Consulting, interim management and coaching for customer service & CX – from strategy to stable operations. Selected mandates:

   • Interim CEO

     10/2025 – 03/2026

     SaaS company · digital marketing

     Steered the transition from a local, owner-managed business into a mid-sized international group.

   • Business development

     06/2025 – 06/2026

     SaaS provider · digital signatures, seals, encryption

     Built the business development organisation – DACH focus.

   • CX strategy

     05/2026 – 06/2026

     Mid-sized e-commerce company

     Developed the CX strategy.

   • Outsourcing tender

     since 08/2026

     Regional utilities and telecommunications company

     Ran the customer service outsourcing tender end to end.

2. 2023 – 2025

   Director Vendor Management / Operations Director

   IDnow GmbH

   Leading European identity verification provider. Ran the global vendor network with full P&L responsibility for all agent-assisted services.

   • 950 FTE led across 6 countries and more than 10 sites – a mix of in-house teams and vendors.
   • −14 % cost per transaction (2024) despite rising labour costs – by right-sizing sites and moving volumes closer to the optimal split across all vendors.
   • First offshore site taken live, delivering BaFin- and eIDAS-compliant identification services.
   • Footprint strategy: diversified the vendor portfolio inside the EU and added partners in APAC and LATAM as a base for new business – lowering geopolitical and environmental risk.
   • New clients won in a cross-functional business development role.

3. 2019 – 2023

   Site Director / Global Account Executive (on- & nearshore)

   Transcom Halle GmbH

   Global CX provider with 30,000 people in 28 countries. Ran the Halle site with full P&L responsibility for €10–30m annual revenue.

   • Turnaround: brought the site back to profitability – contribution margin well above 30 %.
   • From 220 to 450 employees by growing existing and winning new clients; offset the loss of a 60-FTE project.
   • 240 FTE across 5 sites: built and scaled a new project for a travel client inside and outside the EU – through Covid.
   • +4–9 % on all employee-related KPIs (2019–2021) – with a leadership culture spanning site and home office.
   • Global Account Executive: new and existing client development with a growth target of €2–4.5m ACV.

4. 2016 – 2019

   Operations Director (onshore)

   TELUS International (formerly CCC Leipzig GmbH)

   Led a customer service unit incl. P&L for a global online payment provider: B2C service across all segments, onboarding, top customer care, outbound sales and KYC campaigns.

   • +30 % revenue in three years – the unit contributed 53 % of CCC Leipzig's annual revenue.
   • +27 % employee satisfaction within 1.5 years.
   • Flagship unit of the site thanks to top results in handling time, service level, NPS and first call resolution; preferred partner for the client's pilot projects.

5. 2011 – 2015

   Change and Project Manager

   Swisscom (Schweiz) AG

   Switzerland's leading telecommunications company.

   • +20 % per year in the online channel through CX optimisation and better collaboration between business and engineering.
   • Online shop relaunch led: redesigned the residential channel from a single-product to a complex-product approach for a better mobile shopping experience.
   • Multichannel launches incl. iPhone 4S to 6 with channel-independent order and fulfilment processes.
   • Requirements engineering as translator between business units and IT.

6. 2008 – 2011

   Consultant

   Q_PERIOR (formerly ESPRiT Consulting AG)

   Owner-managed business and IT consultancy with offices in Europe and North America.

   • SIX Group: merged three SAP ERP systems in the merger forming the Swiss stock exchange group – data modelling and project lead for business intelligence.
   • CRM implementation incl. data migration and reconciliation at a large Swiss reinsurer.
   • Enterprise search built on the Google Search Appliance.

Selected mandates and positions – references on request.